Overview
Step into a role where you'll be the friendly, confident voice our customers rely on. As a Customer Service Advisor, you'll bring energy and personality to every interaction—whether you're answering calls, responding through digital channels, welcoming visitors or resolving complex enquiries. If you thrive in a fast-paced environment, love helping people and take pride in getting things right first time, this is your chance to make a real difference in the lives of our customers.
Responsibilities
* Answer calls and respond through digital channels to customer enquiries
* Welcome visitors and assist with enquiries in a professional manner
* Resolve complex enquiries and provide high quality customer service
* Engage in a fast-paced environment and maintain a positive, customer-focused approach
Qualifications
* Good standard of education, with strong numeracy and literacy
* Experience of working in a fast paced, customer focused office environment dealing with enquiries via the telephone, digital methods, social media and face to face
* Strong IT skills with experience of utilising a customer relationship management system
* Customer focused and experience of resolving complaints
* Ability to work effectively as part of a team
* Able to portray a positive professional image and have empathy with Acis' aims and values
* Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers
* Ability to be flexible with working hours to meet the needs of the business
* Resilience; understanding social housing can be challenging but rewarding and you’ll be helping to bring real change to our customers’ lives
Desirable / What will make you stand out
* Proactive in seeking results
* Able to make quick and logical decisions in line with current policies and information available
* Knowledge of providing customer support via social media and digitally
* Experience of repairs diagnosis
* Able to adapt to change and bring colleagues along for the experience, doing what is right for customers
Benefits
* Generous holiday entitlement - 25 days annual leave rising by 1 per year to a max of 30 plus bank holidays
* Pension contributions up to 10%
* The opportunity to undertake professional training, funded by us
* One day of paid leave per year for volunteering work (in addition to Annual leave)
* Staff benefits with Paycare – a health and benefits scheme
* Benefits with Acis Perkz – a discount scheme offering savings on many products and services
* Employee recognition scheme, gift vouchers, long service awards
* Cycle to work scheme
* Employee Assistance Programme for confidential advice and support
* Professional membership subscription to support continuing professional development
* Death in service benefit as part of the pension scheme
Additional information
As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date. Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we're happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need.
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